PSEG Long Island Wins Chartwell Best Practice Award for Advanced Time-of-Day Rollout with Bidgely UtilityAI

AI-driven engagement turns smart meter data into personalized insights, achieving 70% reduction in peak EV load shifting, record 60% email open rate

LOS ALTOS, Calif.--(BUSINESS WIRE)--Bidgely congratulates partner PSEG Long Island for receiving Chartwell’s 2026 Best Practices Award in Digital Experience. The award recognizes PSEG Long Island’s advanced integration of artificial intelligence (AI) into its customer operations, delivering unmatched transparency, personalization and empowerment to over 900,000 customers during its transition to Time-of-Day (TOD) rates.

“At PSEG Long Island, we put the customer at the heart of everything we do. It’s important to equip them with the tools they need to save money and navigate an evolving energy landscape with confidence,” said Lou DeBrino, Vice President, Customer Operations at PSEG Long Island. “This honor from Chartwell is an affirmation of our decision to use Bidgely’s platform to generate the insights that continue to help our customers optimize their Time-of-Day savings.”

Smarter Insights, Higher Engagement, Real Energy Savings

To reduce bill shock and help consumers take direct control of their peak energy costs during a transition to standard TOD rates, PSEG Long Island launched a comprehensive customer engagement program including support from Bidgely’s UtilityAI™ platform. Bidgely’s solution applies machine learning to smart meter (AMI) data to detect appliance-level "fingerprints"—such as HVAC systems, EV chargers and pool pumps—allowing PSEG Long Island to replace generic energy-saving tips with hyper-personalized bill breakdowns and timely nudges.

Operating at true enterprise scale, PSEG Long Island delivered nearly 20 million personalized emails and 1.2 million paper reports, with insights shared across print, mobile apps, digital portals and call center channels.

Program Highlights and Key Outcomes:

• 70% Peak EV Load Reduction: Customers that enrolled in the overnight discount Super Off-Peak rate and received personalized monthly EV disaggregation insight emails yielded a 83% reduction on peak charging, resulting in 70% energy and demand reduction during peak hours.
• 145,000+ MMBtu in Energy Savings: Personalized behavioral recommendations influenced measurable home energy reductions across 635,000 residential customers.
• 81% Positive "Thumbs Up" CSAT Rating: "Like" rate for targeted emails also rose to 83 percent among TOD groups.
• 60% Email Open Rates (3x Industry Average): Engagement surged from a 20 percent baseline, with unique customer click-through rates increasing to 6 percent alongside a record-low 0.06 percent unsubscribe rate.
• 77% Increase in Web Traffic: Annual portal web traffic expanded sevenfold as customers increasingly turned to online self-service channels.

“When you tune into what customers actually need, explain energy in terms they can easily understand, and truly motivate them to take action, remarkable success naturally follows,” said Abhay Gupta, CEO of Bidgely. “PSEG Long Island has set a new benchmark for customer engagement and modern grid innovation, and we are thrilled to celebrate their well-deserved recognition by Chartwell.”

To hear more about how PSEG Long Island leveraged Bidgely AI to deepen its customer relationships, listen to Latitude Media’s Open Circuit Podcast episode “Turning customer data into grid intelligence.”

About Bidgely

Bidgely is the pioneer of AI-powered energy intelligence, transforming raw meter data into high-definition insights for global utilities. Serving over 50 million homes, the company’s UtilityAI™ Platform leverages 29 foundational patents to optimize grid visibility, call center operations, and personalized customer engagement. Recognized by Fast Company as a "Top 10 Most Innovative Applied AI" company, Bidgely integrates precision energy analytics with horizontal AI ecosystems like Microsoft Copilot and AWS to modernize the grid with premises-level accuracy. www.bidgely.com | bidgely.com/insights